Customer Service Associate

GlowTouch; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

GlowTouch is seeking a customer support professional to handle technical telecom queries from an international client base. You will provide phone support for broadband, LAN, modem, and WAN issues, and troubleshoot complex VoIP and international voice processes.

The role requires strong communication skills and the ability to collaborate across teams to address root causes and prevent recurrence. CRM documentation and accurate case logging are a must.

Qualifications

• 1-20 years of experience in a BPO/Call Centre handling customer support for telecom/ISP.
• Strong knowledge of broadband, internet, LAN, WAN, and troubleshooting techniques.
• Excellent communication skills with ability to work effectively in an international environment.

Responsibilities

• Provide technical support to customers via phone for internet services (broadband, LAN, modem, WAN).
• Troubleshoot and resolve complex telecom issues including international voice processing and VoIP.
• Collaborate with internal teams to identify root causes and implement preventive solutions.
• Document interactions with customers using CRM for accurate tracking and reporting.

Skills

Broadband

LAN

WAN

VoIP

Troubleshooting

Customer support

International environment

Tools

CRM software

Job description

Roles and Responsibilities :

• Provide technical support to customers through phone regarding internet services such such as broadband, LAN, modem, and WAN issues.
• Troubleshoot and resolve complex technical problems related to telecom services including international voice processing and VoIP technology.
• Collaborate with internal teams to identify root causes of issues and implement solutions to prevent future occurrences.
• Document all interactions with customers using CRM software for accurate tracking and reporting.

Job Requirements :

• 1-20 years of experience in a BPO/Call Centre environment handling customer support calls for telecom/ISP industry.
• Strong knowledge of broadband, internet, international voice process, LAN, modem, troubleshooting techniques.
• Excellent communication skills with ability to work effectively in an international environment.